Analysis of ITIL Implementation in Information Technology Service Management at BPOM Mataram
DOI:
https://doi.org/10.52072/unitek.v19i01.2083Keywords:
Information Technology Infrastructure Library, manajemen layanan TI, penilaian risiko, tingkat kematangan, risk treatmentAbstract
The utilization of Information Technology (IT) in government institutions requires reliable and standardized IT service management. BPOM Mataram faces several challenges in managing IT services, including the limited authority of the local IT team over centralized applications, potential service disruptions, and the lack of standardized service management processes. This study aims to analyze the current state of IT service management, assess IT-related risks, and formulate risk treatment strategies based on the Information Technology Infrastructure Library (ITIL) framework. A qualitative approach was employed through observation, in-depth interviews, and document analysis. The analysis included the identification of the As-Is condition, risk assessment, maturity level measurement, gap analysis, and the development of risk treatment strategies. The results identified three major risks: internal application downtime, potential data loss during system upgrades, and delays in incident resolution due to limited IT personnel. The maturity assessment revealed that the Service Desk, Incident Management, and Change Management domains were at Level 2 (Repeatable), while Request Fulfilment and Continual Service Improvement achieved Level 3 (Defined). The proposed recommendations include strengthening the Service Desk function, standardizing service management processes, developing a Service Catalogue, and enhancing Continual Service Improvement to support more effective IT service governance in accordance with ITIL best practices.
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